Measuring the WeWork Member Experience

Tomer Sharon
3 min readNov 17, 2017

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Above: An example for the metrics we measure. Data presented is not real, but metrics are. Used for demo purposes only.

Many companies value user experience yet they have trouble quantifying it. Other companies collect huge amounts of data but struggle to make it meaningful and actionable. Having worked at consumer-facing companies, I can attest to having had both experiences. That is until now.

WeWork UX is on a mission to delight WeWork members (that’s how we call our customers) by better understanding all aspects of the WeWork experience. We capture data and constantly evaluate feedback we receive from members around the globe. We then use that data to improve various aspects of the WeWork physical and digital product.

At WeWork, our member experience is made possible by collaboration from practitioners in design, technology, and hospitality (our community operations team). The key question we ask ourselves is: “How do we know this collaboration is continuing to result in a positive experience for members?”

We know that members who are happy with WeWork, engaged with the breadth of our products and services, and achieve their business goals, will stay with us, and inspire others to join us.

The member experience metric

The metric we created for WeWork is one score measured continuously and over time that represents the quality of the member experience. The metric provides a member experience score for every WeWork building, city, market, and region, as well as a global member experience score for all of WeWork. It also provides scores for many very specific interactions. The score is created by measuring dozens of self-reported happiness ratings as well as behavioral metrics such as attendance (% of days per month members show up to a WeWork building), or time since last using an aspect of WeWork.

Above: Some of the happiness data we measure. Data presented is not real. Used for demo purposes only.

We have been measuring the member experience at WeWork for a few months and already see a lot of useful data and derive actionable insights.

Numbers tell you what. People show you why.

Through the Member Experience Metric, WeWork members now tell us what is their experience. That said, having a number that tells you what is going on is halfway to understanding the individual’s engagement. Numbers are important yet they never explain themselves. A 60% bounce rate on our homepage could be bad (if they are trying to join as a member) or good (if they want to see our new commitment). It all depends on why the number is what it is.

Above: Polaris is the system that explains why numbers are what they are.

To complete the metric that tells us what the member experience is, we created and built Polaris, which is a system that helps WeWork explain why things happen, or why numbers are what they are. This combination of what and why takes WeWork on a productive path that starts with listening to our members all the way to understanding them. With knowledge comes responsibility to act — not just to launch and learn, but to truly listen and respond with empathy.

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Tomer Sharon

Cofounder & CXO at anywell, author of Validating Product Ideas, It's Our Research, & Measuring User Happiness. Ex-Google, Ex-WeWork, Ex-Goldman Sachs. 2∞&→